broken ps4 from game

ulsterbeef

Long story short.

I purchased an in-store ps4. Didn't buy extended warranty.

Went home and unboxed to discover a rattle. I was like oh... a rattle lead to lose screws, misplaced screw caps and a cracked corner.

None of this is my fault but can anyone tell me where I stand? I have a number ti call tomorrow and all that, but I'm just wondering how replacement will work.

Thanks

DaveTheMus

take it back with the receipt and they should replace it....

googler

Take it back to the store and get a replacement.

ulsterbeef

Oh of course that's what I thought of. I called the store but ive to call another number etc etc.

Its just the fact that its my word vs theirs. I don't want to end up with a dear coffee stand. Id like to think the sale of goods act etc would be in my favour. I was asking as I didn't take out another warranty

vyle

ulsterbeef wrote: »

Oh of course that's what I thought of. I called the store but ive to call another number etc etc.

Its just the fact that its my word vs theirs. I don't want to end up with a dear coffee stand. Id like to think the sale of goods act etc would be in my favour. I was asking as I didn't take out another warranty

You have two choices:

Invoke the warranty and call sony directly -- by which they will come and collect your faulty one and drop off a new one.

Invoke the Sale of Goods Act. As you've had the ps4 less than six months, it is the retailer's duty to prove that the goods were not faulty. A letter to their head office with a photo copy of proof of purchase should be enough to sort it out for you.

Personally, i'd go with the warranty option (it'll be faster and easier), and only go for the SOGA route if Sony proves difficult.

Crazy_Jamie

vyle wrote: »

Personally, i'd go with the warranty option (it'll be faster and easier), and only go for the SOGA route if Sony proves difficult.

Of course this is personal preference, but if I got the console home and discovered this rattle more or less immediately I would be going back to the store. As has been said, if you have had it less than six months then the presumption is that the fault is inherent. But with an immediate return I would be expecting the store to provide a replacement there and then. If I absolutely had to call a number, I would be expecting a very quick replacement to say the least. The cards are stacked in your favour in terms of the law, and with a fault discovered so quickly after purchase my priority would be a quick resolution, which in the first instance I would try to get from the store. Why out of interest did the store say that you have to call another number? I wonder if the reaction would be the same if you went back to the store in person with the console. Certainly if they gave you a number in that case it would mark a significant change in policy since I last had to do that with GAME.

ulsterbeef

Crazy_Jamie wrote: »

!Why out of interest did the store say that you have to call another number? I wonder if the reaction would be the same if you went back to the store in person with the console. Certainly if they gave you a number in that case it would mark a significant change in policy since I last had to do that with GAME.

I was given the number as was my cousin during purchase. Its to do with some returns policy carry on... some sort of authorisation number thatll ill get and i then return the console in store which the code provided

Crazy_Jamie

ulsterbeef wrote: »

I was given the number as was my cousin during purchase. Its to do with some returns policy carry on... some sort of authorisation number thatll ill get and i then return the console in store which the code provided

Well that's a little odd. Can't say I've heard of that, but perhaps that's just because I haven't had to return something like that in a while. So why don't you just call the number and see how easily you can obtain this number? If it's a quick process it may be straightforward to get your exchange. You've certainly got nothing to lose by calling the number.

PreludeForTimeFeelers

From when I worked in retail, it was a bit of a hassle swapping faulty consoles over, and as we were quite small we'd only tend to have a couple of consoles in at any given time - it may be something similar with them.

andy3050

Just a question! where you said

" a rattle lead to lose screws, misplaced screw caps and a cracked corner."

Did you take the console apart or was it missing caps and cracked corner when you opened it?

Also isn't the rattle like on the xbox 360? its an internal "switch" to detect if its stood up or lay down so it can use the correct fans as not to have any switched on that would be blocked due to it being stood up?

bluenoseam

Any number given would be the trade equivalent of an RMA - nothing to be overly concerned about as a consumer and merely allows Game to avoid having to take a £350 hit to their P&L. I know back in the days when the 360 was released we were told to either get the customer to phone the number or phone it ourselves if we were the first point of call. That would in turn allow Microsoft to issue the RMA which was essentially them OKing the return, anything without that number would not be credited to us and the store would take the loss on the P&L. (It was the same with PS3, almost without fail customers were OK with this as they understood the reasoning)

For a sizeable retailer such as Game it's not a "hassle" but there's still significant enough risk involved. Easy way to put it is that if you lose £350 that could easily translate into 55hrs of wages you'd need to cut to make that back!